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Company Name : Disney Parks, Experiences and Products
Location : Kapolei, HI
Position : DVC Associate
Job Description : Disney Vacation Club (DVC) makes it easier than ever for Guests to learn about becoming a Member, by having the ability to choose between multiple engagement platforms. You will be responsible for booking interactions. Interactions may occur in-person, phone call, chat or virtual meetings. Also being a service-oriented and multi-functional role, the DVC Associate will support both sales and sales operations with greater focus on our DVC Member experience. The incentive pay plan will align with our sales revenue targets and focus on overall team performance.
You will report to a Sales Experience Manager.
Responsibilities :
Member & Guest Experience – Guest Service
Create an inviting atmosphere for Members and Guests by demonstrating excellent service skills through in-person and phone interactions. DVC Associates will exude a high level of professionalism and poise while demonstrating integrity and confidentiality as a priority while performing the following tasks:
Lead Generation (40%)
Required to provide all levels of service and perform tasks related to the sales process and overall Guest experience
Partner with area leadership to complete administrative tasks relating to the Disney Vacation Club (DVC) sales center operations and Guest interactions
Maintain show readiness at all scheduled locations, including the sanitation of all collateral items
Explain and invite Members to learn more about DVC in accordance to the paths available
Support Sales Activity pre-arrival and in-market by virtual and face-to-face interactions to include phone work
Field inbound calls from Guests related to questions about a previous interaction and scheduling or canceling an appointment with a Guide
Create lead generation from all Members and Guests to support the Sales process
Pre-Arrival (20%)
Enhance DVC Member experiences when at home through a variety of tactics through outbound phone calls to include: inviting Members to special events, making yourself known as a resource for Members when on property, assisting with Member RSVPs and questions regarding Member events and experiences virtually and on property plus more.
Coordinate Member and Guest vacation itinerary with exceptional follow-through and attention to detail
In-House / Concierge (40%)
Provide individualized service to Guests by identifying Member and Guest needs through authentic interactions
Cultivate, build and maintain relationships with DVC Members and Guests
Help resolve Member and Guest concerns or issues
Provide Welcome Home calls to Members and extend assistance with their vacation itinerary
Ability to make operational decisions including Member and Guest service recovery with minimal supervision Educate and service our Disney Members and Guests by using in-depth knowledge of the Resorts, Parks, neighboring businesses and DVC Membership privileges
Display great working relationship with resort, vendors and community partners
Ability to transport Members and Guests with the use of a Company vehicle upon request of a Leader
Basic Qualifications :
This team of Cast help enhance all facets of the Guest Journey in-market and at-home, in addition to adding value to key operational support responsibilities that involve Guest interactions. You will provide exceptional service to Members and Guests through meaningful, authentic and transparent interactions. You will share the benefits of DVC Membership in addition to introducing and inviting Guests to participate in the variety of ways that the Guests can learn more about DVC. To ensure the best Member and Guest interactions possible, you will need to be an expert in problem solving, an ambassador in discussing DVC Membership Privileges, have Park and Resort knowledge, and be able to effectively communicate the variety of ways Guests can continue their journey of both learning more about DVC and building lifelong relationships with DVC through Membership privileges.
Preferred Qualifications:
Previous guest service experience in a Hotel/Front Desk environment
Knowledge of the timeshare industry programs
Required Education :
High School diploma or equivalent
Additional Information :
Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.
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